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Secret Shopper Program 
Secret Shopper Program 
pix  Tuesday 06 January, 2009   English   
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Secret Shopper
Secret Shopper Questionnaire
  Thanks you for agreeing to be a secret shopper for MVD Express! We care about your opinion, and will use all information gathered to work towards offering the highest level of service possible to you, our valued client.

  Again, thank you for taking a few minutes to fill out our on-line survey. Your honest assessment will help us to both identify what we are doing well, and where we need improvement.

Sincerely,

Janice Lucero
President and Owner
MVD Express
NOTE: In order to be a Secret Shopper, you must first be contacted by our Corporate office. If you fill out and send in a survey before you are contacted by our corporate office, you will not qualify for the $20.00.
Personal Info
* Name:
* Phone:
* Address:
* City/Zip:
* Date Of Service:
EX: YYYY-MM-DD
* Time Of Service:
* Location Of Service:

Cleanliness of Office
  1. Was the outside of the office reasonably presentable and free of debris?
    YES NO
  2. Was the inside of the office organized and reasonably clean?
    YES NO
  3. What was your first impression of our office?

Transactions
  1. Were you greeted and/or acknowledged when you entered the office?
    YES NO
  2. Was the SIGN IN procedure clear and visible?
    YES NO
  3. Name of Customer Service Clerk (CSC) who helped you:
  4. Was the clerk wearing a name tag?
    YES NO
  5. Were you properly addressed by our Clerk (Ms., Mr., Sir, etc.)
    YES NO
  6. Was the clerk professional in appearance?
    YES NO
  7. Was the Clerk friendly and engaging throughout your transaction?
    YES NO
  8. Please complete the time frame during each interval:
    • Sign in to Getting Assistance: # of min.
    • Clerk Assistance to Transaction Completion: # of min.
  9. How many transactions did you have?
  10. Transaction Type: (Select ALL that apply)
  11. What part of the transaction took the longest?
  12. Were you asked to bring in additional documentation to complete your transaction?
    YES NO
  13. If your visit required the processing of an NCIC, was the requirement explained to you?
    YES NO
  14. Were we able to take care of your MVD business during your visit?
    YES NO
    If NO Please Explain
  15. Was a manager consulted?
    YES NO
  16. Did you receive a Jiffy Lube coupon?
    YES NO
  17. Did our Clerk THANK YOU for using our services?
    YES NO
  18. Did you telephone our office prior to your visit?
    YES NO
  19. Was our phone system easy to navigate?
    YES NO
  20. Did you consult our website prior to your visit?
    YES NO
  21. Was our website easy to navigate?
    YES NO
  22. Would you recommend our services?
    YES NO
  23. How did you hear about us?
  24. How would you rate your visit overall? 1 is poor 5 is excellent
    1 - Poor
    2 - Okay
    3 - Average
    4 - Good
    5 - Excellent
  25. Other comments and/or suggestions on how we could improve our services?
Optional Information(This demographic information will be used to determine future growth and marketing strategies.)
  1. Age  
  2. Gender  
  3. Work zip code  
Please type in security verify code seen here in field below!
Upper and Lower case letters are acceptable...
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* Security Verify:
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